Improving knowledge transfer and innovation services. A roadmap for Knowledge Transfer Offices

National and regional governments have promoted the professionalisation of knowledge transfer by establishing specialised structures: Knowledge Transfer Offices (KTOs). Although previous research has examined the features and performance of KTOs extensively, there is limited evidence regarding their role and associated evolution in managing new academic, economic, social and environmental challenges that extend the scope and mission of both universities and of their KTOs. This exploratory study investigates the challenges encountered and the good practices of higher education institutions (HEIs) to improve knowledge transfer and innovation, making a threefold contribution. First, the study proposes a conceptual framework for improving KTO services based on the four intertwined dimensions of people, culture, governance and collaboration. Second, a multi-country analysis is conducted on the KTOs of nine European HEIs that participated in a project financed by the European Institute of Innovation and Technology (EIT) Higher Education Institutions (HEI) Initiative. Third, drawing on the results obtained from a questionnaire and a set of focus groups, the study constructs a proposed roadmap for implementing or improving KTOs. The findings demonstrate that KTOs should focus on up-skilling and reskilling staff (people) and implement effective governance and coordination mechanisms under the supervision of and in synergy with university governing bodies while continuously monitoring, adapting and improving organisational structure, processes and initiatives (gover-nance). Furthermore, an entrepreneurial mind-set should be promoted among academic and non-academic staff and students (culture). Constructing or strengthening internal and external collaborations with the key stakeholders of the ecosystem (collaboration) is also crucial.